Senior Technical Support Representative
About The Position
The Senior Technical Support Representative works within Granicus’s technology team, with access to product experts and technical resources, to help customers make effective use of Granicus products and services. The role combines customer-facing product and technical support with assistance to team leadership and other support representatives. It includes investigating software issues, troubleshooting customer-reported problems, managing support tickets in accordance with service-level agreements, and contributing to continuous improvements in teamwork, products, and efficiency. The position also contributes to 24/7/365 on-call support. The role is remote-first. Granicus describes a positive work environment in which support representatives can grow and progress into other company roles. The representative is also responsible for protecting the confidentiality, integrity, and availability of company information and for safeguarding employee and customer data in accordance with company policies and required privacy training.
Requirements
- Technical troubleshooting and investigation skills, including the ability to create test scenarios and investigate software issues based on customer product use.
- Ability to manage customer support tickets in accordance with Service Level Agreements.
- Ability to develop and maintain product knowledge across various products.
- Ability to collaborate with team members and support customers with product and technical solutions.
Responsibilities
- Obtain and retain product knowledge across a wide variety of Granicus products.
- Assist the leadership team with daily duties, including phone queue availability, inbound queue monitoring, and case assignments.
- Assist with escalations from the Technical Support team to management.
- Help team members resolve more difficult cases.
- Monitor Technical Support Representative cases according to the Quality Control Process.
- Provide quality product and technical solutions to support customer goals and own the customer experience.
- Develop, demonstrate, and maintain technical skills to troubleshoot issues, create test scenarios, and investigate software issues based on customer product use.
- Maintain and develop expert knowledge of various Granicus products.
- Manage customer request tickets to meet Service Level Agreements.
- Promote teamwork and collaboration across teams to improve products and efficiency.
- Contribute to 24/7/365 on-call support.
- Preserve the confidentiality, integrity, and availability of Granicus information assets in accordance with the company information security program.
- Protect employee and customer data and complete required privacy training in a timely manner.
Benefits
- Flexible Time Off.
- Company-wide paid Wellbeing Days.
- Work From Home Reimbursement.
- 100% employer-paid private health, vision, dental, and life insurance for Puerto Rico-based team members.
- On-demand mental health support, including access to Headspace and other wellness tools.
- Pension Plan and retirement options.
- Online learning platforms for professional development.
- Competitive salary and bonuses.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
